Problem Statement
Bank of Ireland's current digital banking platform, including its mobile app, fails to deliver an intuitive, seamless, and engaging user experience, thereby hindering customer satisfaction and inhibiting the bank's ability to meet the evolving needs of its users in today's digital era.
Research
The research aims to understand the usage habits and preferences of Bank of Ireland (BOI) app users, specifically focusing on their desires for an improved app experience.
We used a mixed-methods approach, conducting MS Teams interviews with 5 participants aged 16-29, who use banking apps daily. These interviews provided detailed insights into users' experiences, challenges, and expectations regarding the BOI app.
More Research
Through my analysis of competing banking apps, I discovered that many competitors have more intuitive interfaces compared to BOI. Additionally, I realized there are different ways to tackle the issues found in BOI's app. For instance, examining apps like Revolut, CIBC, and Privat 24 taught me that there isn't always just one solution to a problem of transferring money from one person to another; multiple solutions can be effective. This led me to the task of determining which solutions would best fit our needs.
After each user testing round during iterations, I analyzed the usability issues and behaviours of participants. Using a dot voting system, I informally prioritized tasks to focus on the highest priority tasks that would have the most impact on our users.
Solution
With a few clicks, you can find recent transactions, filter them and instantly send money to a payee
Additionally, managing real-time spending analytics to track and review information about transactions
Reflection
Bank of Ireland is a trusted bank used by many people daily. However, as we've already found out - some users encounter delays and frustrations when completing routine tasks. Some manage their finances across multiple apps but find none fully meet their needs. To remain competitive and keep pace with evolving technology, enhancing the app is crucial to retain existing customers and foster loyalty.
If you are interested in learning more about the project, please contact me.